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gen z and retail travel

Gen Z and Retail Travel Insights

Is Travel Retail Ready for Gen Z? New Research Highlights Gaps in Alignment The latest research from Swiss-based travel retail agency m1nd-set sheds light on the shopping and travel behaviors of Gen Z—a group poised to become the largest segment of traveling shoppers within the next few years. The findings reveal a pressing need for the travel retail industry to better align its offerings with the unique expectations and values of this influential generation. Gen Z: A Generation with Distinct Values and Habits Peter Mohn, CEO and Owner of m1nd-set, emphasized the importance of prioritizing Gen Z consumers, noting their markedly different behaviors compared to other generations. “Like the focus placed on Millennials and Chinese consumers in recent years, it’s critical to give equal or greater attention to Gen Z. This generation exhibits distinct traits, particularly in their consumer habits, lifestyle preferences, and media consumption,” Mohn said. Key insights from m1nd-set’s research include: How Gen Z is Reshaping Travel and Retail The research highlights how Gen Z is redefining the travel industry by prioritizing experiences that are authentic, eco-conscious, and culturally meaningful over traditional luxury goods and activities. “Gen Zs are reshaping tourism,” Mohn explained, “by focusing on flexible, short-haul travel and unique experiences. They spend a significant portion of their budgets on international travel, favoring local and sustainable options over dining or shopping at home. Cultural experiences resonate far more than nightlife or traditional tourism.” Key data points from m1nd-set’s study include: Challenges in Engaging Gen Z in Travel Retail Despite their growing presence, the research highlights key challenges in converting Gen Z travelers into loyal shoppers in duty-free and travel retail spaces: Opportunities for Travel Retail: Winning Over Gen Z Mohn emphasized the vital role of shop floor sales staff in boosting Gen Z conversion rates, noting that interactions with staff positively influence purchase decisions for over 70% of Gen Z shoppers who engage with them. To capture the attention of this discerning generation, m1nd-set recommends that travel retail businesses: A Generation of Growing Influence By 2030, Gen Z and their successors, Gen Alpha, are expected to spend three times as much as all other generations combined. Currently, Gen Z already wields a staggering $200 billion in spending power, solidifying their position as a key demographic for travel retail. However, to fully tap into this potential, the industry must evolve quickly to meet the demands of this purpose-driven, tech-savvy, and sustainability-focused generation. As Mohn concluded, “Travel retail must become more than just a place to shop—it should be an engaging, socially conscious destination that resonates deeply with Gen Z values.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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Tools to Liberate Salesforce Data

Salesforce Chose a Human-First Approach to Promote AI

Why Salesforce Chose a Human-First Approach to Promote AI Salesforce won Gold in the Use of GenAI category at The Drum Awards for Advertising by creatively addressing AI-related concerns while demonstrating the power of responsible AI adoption. Here’s a look at the award-winning campaign. Salesforce Chose a Human-First Approach to Promote AI. The Challenge The rapid adoption of AI last year triggered widespread anxiety. Many professionals felt their jobs were at risk, and concerns grew over AI’s trustworthiness, ethical implications, and potential to replace human talent. Businesses needed to address this apprehension while showcasing the transformative potential of AI in a responsible manner. The Strategy Amid the rising uncertainty, Salesforce saw an opportunity to lead the conversation by aligning the campaign with one of its core values: innovation. Rather than positioning AI as an independent solution, Salesforce sought to show that its true power lies in the hands of creative humans who apply it thoughtfully. The campaign aimed to demonstrate that AI isn’t inherently good or bad—it’s a tool, and its impact depends on how it’s used. Salesforce’s creative and production teams integrated generative AI as an assistant, ensuring that AI enhanced human creativity rather than replacing it. This approach positioned Salesforce as a leader in responsible AI adoption, both within the creative industry and across broader business applications. The Campaign Execution Salesforce embraced a “walk the walk” approach to responsible AI by using generative AI tools to assist, not replace, its human creatives. The result was a campaign that resonated deeply with Salesforce’s target audience of business decision-makers, sparking conversations around trust and innovation. The Results The Ask More of AI campaign achieved exceptional outcomes across various metrics: Salesforce Chose a Human-First Approach to Promote AI By adopting a balanced approach—leveraging AI to enhance human creativity without replacing it—Salesforce successfully addressed AI-related fears while positioning itself as a trusted innovator. The campaign not only elevated Salesforce’s brand but also set a benchmark for responsible AI use in marketing. Through “Ask More of AI,” Salesforce demonstrated that trust and purpose are the cornerstones of unlocking AI’s potential. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Value-Based Care Technologies

Value-Based Care Technologies

Essential Technologies for Value-Based Care Success As healthcare providers increasingly adopt value-based care, they must invest in the right technologies and resources to succeed in this model, which incentivizes high-quality, cost-effective care. Value-Based Care Technologies tie reimbursement to care quality, making providers accountable for patient outcomes while providing resources to enhance care. As of 2021, nearly 60% of healthcare payments were already tied to value-based models, according to the Health Care Payment Learning and Action Network (HCP LAN). While partnerships can initiate value-based care, providers must invest in the right technology to fully achieve the intended outcomes. Health Information Exchange (HIE) A robust health information exchange (HIE) is fundamental to value-based care, as it enables providers and payers to access high-quality data seamlessly. HIE allows healthcare professionals to share patients’ medical information electronically across organizations, promoting care coordination by giving providers a comprehensive view of patient needs. For patients, HIE enables more informed involvement in their care by making their health data accessible across specialists, labs, and pharmacies. While joining an HIE may involve new technology investments and workflow adjustments, it ultimately enhances provider access to critical health data. Population Health Management Tools Population health management tools help providers assess health outcomes within groups rather than focusing on individuals alone. These tools aggregate and analyze data, allowing practices to identify high-risk patients and create targeted interventions. This not only enhances health outcomes but can also reduce costs by avoiding expensive treatments. Patient engagement tools, such as telehealth and remote patient monitoring, are essential in population health management, especially for monitoring high-risk patients when in-person care is not feasible. Digital surveys integrated within patient portals can provide insights into social determinants of health, adding a broader context to patient needs. Data Analytics Data analytics transform healthcare data into actionable insights across four types: descriptive, diagnostic, predictive, and prescriptive. Providers can use these analytics to reduce hospital readmissions, predict diseases, and identify chronic illnesses. Data integration and risk stratification capabilities are especially valuable in value-based care, enabling providers to track patient health outcomes effectively and prioritize high-risk cases. Artificial Intelligence & Machine Learning AI and machine learning support many data analytics functions, helping identify patient needs and easing administrative burdens. Given staffing shortages and burnout—reported by 63% of physicians in 2021, according to the American Medical Association (AMA)—AI can automate tasks like documentation, charting, and scheduling, allowing providers to focus more on patient care. Additionally, AI-driven automation in revenue cycle management tasks, such as billing and coding, can reduce the administrative workload associated with value-based care. Price Transparency Technology Price transparency empowers patients to seek cost-effective care, a core principle of value-based models. When providers comply with transparency regulations, patients can better understand their costs and make informed decisions. For providers, leveraging price transparency tools ensures compliance and facilitates partnerships with payers by enabling more effective negotiation, which supports the overall goals of value-based care. As healthcare continues shifting to value-based models, investing in these technologies is critical for providers aiming for long-term success. While these tools rdo equire substantial investment, they are essential for improving patient outcomes, optimizing care quality, and ensuring sustainability in value-based care. When evaluating and choosing healthcare technology tools, contact Tectonic for help. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Collaborative Business Intelligence

Collaborative Business Intelligence

Collaborative BI combines BI tools with collaboration platforms, enabling users to connect data insights directly within their existing workflows. This integration enhances decision-making by reducing misunderstandings and fostering teamwork through real-time or asynchronous discussions about data. In traditional BI, data analysis was handled by data scientists and statisticians who translated insights for business users. However, the rise of self-service BI tools has democratized data access, allowing users of varying technical skills to create and share visualizations. Collaborative BI takes this a step further by embedding BI functions into collaboration platforms like Slack and Microsoft Teams. This setup allows users to ask questions, clarify context, and share reports within the same applications they already use, enhancing data-driven decisions across the organization. One real-life time saver in my experience is being able as a marketer to dig in to our BI and generate lists myself, without depending upon a team of data scientists. Benefits of Collaborative BI Leading Collaborative BI Platforms Several vendors offer collaborative BI solutions, each with unique integrations for communication and data sharing: Collaborative BI bridges data analysis with organizational collaboration, creating an agile environment for informed decision-making and effective knowledge sharing across all levels. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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How Does Salesforce Use AI

How Does Salesforce Use AI

With all the buzz in the news about AI, it may feel like AI is everywhere. In fact, as of 2023, over 80% of global companies report adopting AI to enhance their business operations. This means if your company isn’t yet leveraging AI to strengthen customer relationships, you risk falling behind. The good news is that Salesforce CRM already comes with a suite of AI tools ready for use. In this insight, we’ll explore how combining quality data, AI, and Salesforce can help you build more meaningful, lasting relationships with your customers. How Does Salesforce Use AI? Salesforce offers various built-in functionalities to create customizable, predictive, and generative AI experiences tailored to your business needs. One standout tool is Agentforce, which enables the creation of autonomous AI agents. If you have numerous routine tasks but limited staff, Agentforce could be the solution. For instance, if you lack an in-house customer support agent, Agentforce can build an AI service agent to handle incoming cases, responding intuitively in real-time. Not enough sales reps? No problem—create an AI sales agent to manage records, interact with leads, answer questions, and schedule meetings. Another significant AI feature is generative AI in Salesforce. According to KPMG, 77% of executives believe generative AI will have a more profound societal impact in the next three to five years than any other emerging technology. So, how can it improve your business? Salesforce’s in-house LLM, xGen, helps you generate human-like text and create original visual content from existing data or user input. This capability can enhance user experiences by automating the generation of dynamic and personalized imagery for applications. Generative AI also transforms how users interact with and consume data. Complex datasets can now be converted into easily understandable formats—visualizations, charts, or graphs—generated from natural language prompts. These insights make data accessible, enabling users to share knowledge and drive informed decisions. How Can You Use AI to Improve Customer Relationships? AI is reshaping business models, workflows, and customer engagement. By harnessing quality data, AI, and Salesforce, you can enhance how you connect with customers. Here are key ways to leverage this combination for a smarter customer strategy: Challenges You May Encounter on Your AI Journey Adopting AI in Salesforce, especially Einstein AI, offers many benefits, but it also comes with challenges. Here are some factors to consider for a successful rollout: Importance of Data Quality When Using AI Analytics Data quality is essential for AI accuracy and reliability. Poor data can skew predictions and erode user trust. Key factors that contribute to high data quality include: AI can also enhance data quality by automating data validation and cleansing. Machine learning algorithms can detect and address anomalies, duplicate records, and incomplete datasets, improving the reliability of your data over time. The Future of CRM: AI-Driven Customer Engagement and Business Growth Integrating AI into Salesforce is revolutionizing CRM by enabling businesses to engage with customers more intelligently. From automating routine tasks to enhancing decision-making and delivering personalized communication, AI-driven innovations are empowering businesses to build stronger relationships with customers. As AI continues to evolve, those who embrace it will gain a competitive edge and drive long-term growth. The future of CRM is here—and it’s smarter, faster, and more customer-focused than ever. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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RAGate

RAGate

RAGate: Revolutionizing Conversational AI with Adaptive Retrieval-Augmented Generation Building Conversational AI systems is challenging.It’s not just feasible; it’s complex, resource-intensive, and time-consuming. The difficulty lies in creating systems that can not only understand and generate human-like responses but also adapt effectively to conversational nuances, ensuring meaningful engagement with users. Retrieval-Augmented Generation (RAG) has already transformed Conversational AI by combining the internal knowledge of large language models (LLMs) with external knowledge sources. By leveraging RAG with business data, organizations empower their customers to ask natural language questions and receive insightful, data-driven answers. The challenge?Not every query requires external knowledge. Over-reliance on external sources can disrupt conversational flow, much like consulting a book for every question during a conversation—even when internal knowledge is sufficient. Worse, if no external knowledge is available, the system may respond with “I don’t know,” despite having relevant internal knowledge to answer. The solution?RAGate — an adaptive mechanism that dynamically determines when to use external knowledge and when to rely on internal insights. Developed by Xi Wang, Procheta Sen, Ruizhe Li, and Emine Yilmaz and introduced in their July 2024 paper on Adaptive Retrieval-Augmented Generation for Conversational Systems, RAGate addresses this balance with precision. What Is Conversational AI? At its core, conversation involves exchanging thoughts, emotions, and information, guided by tone, context, and subtle cues. Humans excel at this due to emotional intelligence, socialization, and cultural exposure. Conversational AI aims to replicate these human-like interactions by leveraging technology to generate natural, contextually appropriate, and engaging responses. These systems adapt fluidly to user inputs, making the interaction dynamic—like conversing with a human. Internal vs. External Knowledge in AI Systems To understand RAGate’s value, we need to differentiate between two key concepts: Limitations of Traditional RAG Systems RAG integrates LLMs’ natural language capabilities with external knowledge retrieval, often guided by “guardrails” to ensure responsible, domain-specific responses. However, strict reliance on external knowledge can lead to: How RAGate Enhances Conversational AI RAGate, or Retrieval-Augmented Generation Gate, adapts dynamically to determine when external knowledge retrieval is necessary. It enhances response quality by intelligently balancing internal and external knowledge, ensuring conversational relevance and efficiency. The mechanism: Traditional RAG vs. RAGate: An Example Scenario: A healthcare chatbot offers advice based on general wellness principles and up-to-date medical research. This adaptive approach improves response accuracy, reduces latency, and enhances the overall conversational experience. RAGate Variants RAGate offers three implementation methods, each tailored to optimize performance: Variant Approach Key Feature RAGate-Prompt Uses natural language prompts to decide when external augmentation is needed. Lightweight and simple to implement. RAGate-PEFT Employs parameter-efficient fine-tuning (e.g., QLoRA) for better decision-making. Fine-tunes the model with minimal resource requirements. RAGate-MHA Leverages multi-head attention to interactively assess context and retrieve external knowledge. Optimized for complex conversational scenarios. RAGate Varients How to Implement RAGate Key Takeaways RAGate represents a breakthrough in Conversational AI, delivering adaptive, contextually relevant, and efficient responses by balancing internal and external knowledge. Its potential spans industries like healthcare, education, finance, and customer support, enhancing decision-making and user engagement. By intelligently combining retrieval-augmented generation with nuanced adaptability, RAGate is set to redefine the way businesses and individuals interact with AI. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more We Are All Cloud Users My old company and several others are concerned about security, and feel more secure with being able to walk down Read more

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Gamification in Experience Cloud

Gamification in Experience Cloud

Setting Up Gamification in Salesforce Experience Cloud to Boost Engagement When someone mentions “gamification,” many think of “games,” “fun,” and “entertainment.” While this is true, in the context of Salesforce, it takes on new dimensions. Here, it’s not just about fun; it’s about enhancing user engagement, productivity, and overall experience. Keep reading as we explore the intricacies of implementing gamification in Salesforce Experience Cloud and how you can leverage this game-changing experience for your organization (pun intended). Gamification, Fully Explained Gamification employs game-like mechanics to motivate users while they interact with your website, application, or service through engaging content. The essence of gamification lies in rewarding users with points and badges for completing specific actions. Examples include: A prime example of gamification in Salesforce is Trailhead, where users earn badges and points for completing various trails and modules. As a proud Triple Star Ranger with 566 badges, 162,075 points, and 89 trails completed, I’m a trailblazing fool. Time to put in the work! Using Gamification in Salesforce Experience Cloud: Common Benefits When implemented correctly, gamification can significantly enhance user engagement and experience. Here are some common advantages of using gamification in Salesforce Experience Cloud: Main Gamification Functionality in Salesforce Gamification in Salesforce Experience Cloud revolves around three key pillars: Recognition Badges, Missions, and Reputation Leaderboards. Before exploring the setup, let’s understand these key elements: How to Set Gamification Up in Salesforce Experience Cloud: Your Step-by-Step Tutorial Now that we’ve covered the basics, let’s walk through the process of implementing gamification in a Salesforce Experience Cloud site. Follow these simple steps—it’s straightforward! Step 1: Locating Gamification in the Experience Builder Step 2: Turning the Thanks Settings On Step 3: Creating a Recognition Badge Step 4: Creating a Mission Badge Step 5: Enabling Reputation on an Experience Cloud Site Step 6: Adjusting Reputation Levels and Points Step 7: Assembling Gamification Components on the Site’s Layout Step 8: Enjoying Gamification from a User’s Perspective Final Thoughts Implementing gamification in Salesforce Experience Cloud is straightforward. While it involves several steps, the benefits are well worth the effort. A couple of tips as you embark on your gamification journey: Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce Agentforce Integration

Agentforce at Work

Agentforce Salesforce Agentforce in Action: A Practical Example of Using Agents in Salesforce Autonomous Agents on the Agentforce Platform Agentforce represents a transformative shift in Salesforce’s strategy, poised to redefine how users engage with their CRM. By introducing both assistive AI—enhanced by generative AI for capabilities like summaries and sales emails—and autonomous AI, which empowers agents to automate actions without human oversight, Agentforce helps users operate more efficiently in Salesforce. Despite the excitement around Agentforce, most blogs and marketing materials focus on AI hype rather than practical applications. This insight focuses on illustrating how these tools work and the tangible value they can provide for your organization’s custom processes. Curious about setting up Agentforce agents using both out-of-the-box actions and custom actions? Let’s dive in. What is Agentforce? Agentforce is Salesforce’s conversational AI tool for CRM. In simple terms, it lets users “talk” to Salesforce. Powered by generative AI and the Atlas Reasoning Engine, Agentforce processes user input to perform tasks like summarizing data from objects, updating fields, and generating content such as emails or knowledge articles. This innovative tool is only at the beginning of its journey, likely setting the stage for a future where CRM interactions may evolve beyond traditional form-based interfaces to more intuitive chatbot-style engagement. Scenario: Managing Sales Pipeline Consider a salesperson with the daily objectives of tracking deals, managing pipeline opportunities, and identifying potential risks. Traditionally, this would require manually navigating numerous Salesforce objects, risking data inconsistencies and user errors. Agentforce’s assistive actions can streamline much of this, automating processes to identify key deals, summarize progress, and track deal risks across the pipeline. Let’s take a closer look at configuring a custom action for a pipeline summary. All powered by Salesforce Agentforce. Step-by-Step Guide to Configuring a Pipeline Summary Action Agentforce Use Cases: Getting Started Agentforce offers powerful tools for implementing AI-based functions within Salesforce, but to realize productivity gains, consider the following: Agentforce’s standard actions are a great starting point, providing immediate productivity impacts that can be enhanced as you customize actions to meet specific needs. For tailored guidance on integrating Agentforce, explore Tectonic’s Salesforce Agentforce Consulting Services. Tectonic’s expertise can support your organization in optimizing user experience, boosting productivity, and training users to responsibly leverage Agentforce’s capabilities across industries and channels. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Scarf and Salesforce

Scarf and Salesforce

Scarf Integrates Open Source Software Tracking Platform with Salesforce At KubeCon + CloudNativeCon 2024, Scarf announced the integration of its open-source software usage tracking platform with Salesforce CRM. This integration arrives as debates around the definition and economics of open source remain a hot topic in the tech community. Scarf also introduced updates to its platform, including enhanced event data correction and flagging capabilities for improved accuracy in company matching and attribution. New data filtering options were also added for more refined data exports. The Scarf platform enables IT vendors to identify organizations consuming open-source software at significant scale, presenting opportunities to offer additional support or promote commercial add-ons for open-source tools. To date, the Scarf gateway has tracked over seven billion events, connecting usage data to specific organizations via attributes such as internet addresses. Strengthening the Open Source Ecosystem Scarf CEO Avi Press emphasized the platform’s role in maintaining the economic viability of the open-source ecosystem, often in partnership with organizations like The Linux Foundation. Without these insights, fewer IT vendors would sponsor open-source projects, Press noted, which would hinder the ecosystem’s growth and sustainability. However, the open-source community frequently experiences friction. Licensing changes by IT vendors often lead to project forks, with contributors reverting to previous licensing terms, sometimes backed by cloud providers. Press believes targeted commercial value opportunities—supported by tools like Scarf—can reduce this friction by fostering more productive engagements between vendors and organizations. Challenges and Evolving Definitions in Open Source While open source remains foundational to the tech world, it continues to face ideological and practical challenges. For decades, debates over licensing models have sparked disagreements, including the current contention around defining open-source AI models. Many models fail to disclose critical training details, leading to further disputes. Ultimately, each organization must navigate these issues by adopting its own definition of open source and deciding how best to support the ecosystem. Tools like Scarf’s platform aim to bridge gaps, enabling IT vendors and organizations to collaborate more effectively, ensuring the continued growth of open source. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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AI’s Impact on Future Information Ecosystems

AI’s Impact on Future Information Ecosystems The proliferation of generative AI technology has ignited a renewed focus within the media industry on how to strategically adapt to its capabilities. Media professionals are now confronted with crucial questions: What are the most effective ways to leverage this technology for efficiency in news production and to enhance audience experiences? Conversely, what threats do these technological advancements pose? Is legacy media on the brink of yet another wave of disintermediation from its audiences? Additionally, how does the evolution of technology impact journalism ethics? AI’s Impact on Future Information Ecosystems. In response to these challenges, the Open Society Foundations (OSF) launched the AI in Journalism Futures project earlier this year. The first phase of this ambitious initiative involved an open call for participants to develop future-oriented scenarios that explore the potential driving forces and implications of AI within the broader media ecosystem. The project sought to answer questions about what might transpire among various stakeholders in 5, 10, or 15 years. As highlighted by Nick Diakopoulos, scenarios are a valuable method for capturing a diverse range of perspectives on complex issues. While predicting the future is not the goal, understanding a variety of plausible alternatives can significantly inform current strategic thinking. Ultimately, more than 800 individuals from approximately 70 countries contributed short scenarios for analysis. The AI in Journalism Futures project subsequently utilized these scenarios as a foundation for a workshop, which refined the ideas outlined in their report. Diakopoulos emphasizes the importance of examining this broad set of initial scenarios, which OSF graciously provided in anonymized form. This analysis specifically explores (1) the various types of impacts identified within the scenarios, (2) the associated timeframes for these impacts—whether they are short, medium, or long-term, and (3) the global differences in focus across regions, highlighting how different parts of the world emphasized distinct types of impacts. While many additional questions could be explored regarding this data—such as the drivers of impacts, final outcomes, severity, stakeholders involved, or technical capabilities emphasized—this analysis focuses primarily on impacts. Refining the Data The initial pool of 872 scenarios underwent a rigorous process of cleaning, filtering, transformation, and verification before analysis. Firstly, scenarios shorter than 50 words were excluded from consideration, resulting in 852 scenarios for analysis. Additionally, 14 scenarios that were not written in English were translated using Google Sheets. To enable geographic and temporal analysis, the country of origin for each scenario writer was mapped to their respective continents, and the free-text “timeframe” field was converted into numerical representations of years. Next, impacts were extracted from each scenario using an LLM (GPT-4 in this case). The prompts for the LLM were refined through iteration, with a clear definition established for what constitutes an “impact.” Diakopoulos defined an impact as “a significant effect, consequence, or outcome that an action, event, or other factor has in the scenario.” This definition encompasses not only the ultimate state of a scenario but also intermediate outcomes. The LLM was instructed to extract distinct impacts, with each impact represented by a one-sentence description and a short label. For instance, one impact could be described as, “The proliferation of flawed AI systems leads to a compromised information ecosystem, causing a general doubt in the reliability of all information,” labeled as “Compromised Information Ecosystem.” To ensure the accuracy of this extraction process, a random sample of five scenarios was manually reviewed to validate the extracted impacts against the established definition. All extracted impacts passed the checks, leading to confidence in scaling the analysis across the entire dataset. This process resulted in the identification of 3,445 impacts from the 852 scenarios. AI’s Impact on Future Information Ecosystems A typology of impact types was developed based on the 3,445 impact descriptions, utilizing a novel method for qualitative thematic analysis from a Stanford University study. This approach clusters input texts, synthesizes concepts that reflect abstract connections, and produces scoring definitions to assess the relevance of each original text. For example, a concept like “AI Personalization” might be defined by the question, “Does the text discuss how AI personalizes content or enhances user engagement?” Each impact description was then scored against these concepts to tabulate occurrence frequencies. Impacts of AI on Media Ecosystems Through this analytical approach, 19 impact themes emerged, along with their corresponding scoring definitions: Interestingly, many scenarios articulated themes around how AI intersects with fact-checking, trust, misinformation, ethics, labor concerns, and evolving business models. Although some concepts may not be entirely distinct, this categorization offers a meaningful overview of the key ideas represented in the data. Distribution of Impact Themes Comparing these findings with those in the OSF report reveals some discrepancies. For instance, while the report emphasizes personalization and misinformation, these themes were less prevalent in the analyzed scenarios. Moreover, themes such as the rise of AI agents and audience fragmentation were mentioned but did not cluster significantly in the analysis. To capture potentially interesting but less prevalent impacts, the clustering was rerun with a smaller minimum cluster size. This adjustment yielded hundreds more concept themes, revealing insights into longer-tail issues. Positive visions for generative AI included reduced language barriers and increased accessibility for marginalized audiences, while concerns about societal fragmentation and privacy were also raised. Impacts Over Time and Around the World The analysis also explored how the impacts varied based on the timeframe selected by writers and their geographic locations. Using a Chi-Squared test, it was determined that “AI Personalization” trends towards long-term implications, while both “AI Fact-Checking” and “AI and Misinformation” skew toward shorter-term issues. This suggests that scenario writers perceive misinformation impacts as imminent threats, likely reflecting ongoing developments in the media landscape. When examining the distribution of impacts by region, it was found that “AI Fact-Checking” was more frequently noted by writers from Africa and Asia, while “AI and Misinformation” was less prevalent in scenarios from African writers but more so in those from Asian contributors. This indicates a divergence in perspectives on AI’s role in the media ecosystem.

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AI Agents as Tools of Trust

AI Agents as Tools of Trust

Salesforce Report Highlights AI Agents as Tools to Rebuild Consumer Trust For businesses of any size, the to-do list never ends. Monitoring customers, understanding their needs, and delivering products and services that align with their expectations are critical. Salesforce’s latest research, however, points to a troubling trend: consumer trust is at an all-time low. Yet, the report, State of the AI Connected Customer, also suggests that AI—particularly agentic AI—could help reverse this decline. Trust in Decline The key finding of the Salesforce report is stark: consumer trust in companies has taken a significant hit. Among 15,015 surveyed consumers, 72% say they trust companies less today than they did a year ago. Compounding this is the rapid advancement of AI; 60% of respondents believe that the rise of AI increases the importance of businesses being trustworthy. One major culprit behind eroding trust is the perceived mishandling of customer data. A staggering 65% of respondents feel companies are careless with data, adding to the skepticism. While high prices remain the top reason customers abandon brands, 43% pointed to poor customer service as a major deterrent. Can AI Agents Fill the Gap? The Salesforce report suggests that AI agents—when deployed transparently—could address many of the factors driving distrust and disengagement. Younger consumers, particularly Gen Z and millennials, appear more open to interacting with AI agents. Notable insights from the research include: However, trust is non-negotiable. Transparency is a critical factor for AI adoption: As Michael Affronti, SVP and General Manager of Salesforce Commerce Cloud, explains: “AI agents can help brands deliver consistent, personalized experiences for shoppers across every channel — deepening customer loyalty and ultimately driving more sales.” Building Trust Through Transparency The research underscores the potential for AI to transform customer interactions, but it also highlights the challenges. Transparency and accountability are essential for AI systems to inspire confidence and loyalty. Salesforce’s AI solutions are designed to prioritize transparency and foster reliable consumer experiences. Features such as clear agent identification and robust escalation paths are steps in the right direction. However, companies must double down on governance frameworks and safeguards to ensure AI agents handle data responsibly. Final Thoughts While the idea of using AI to rebuild consumer trust is promising, it’s not without its challenges. Establishing trust in AI itself remains a work in progress. Consumers expect companies to prioritize not only innovation but also ethics, security, and accountability. The Salesforce report demonstrates that younger consumers are already embracing AI as a way to address today’s service expectations. For Salesforce and other companies leveraging agentic AI, the key to success will lie in balancing cutting-edge technology with meaningful protections for customer data and experiences. The future of AI-driven customer engagement isn’t just about meeting expectations—it’s about exceeding them in a way that inspires confidence and loyalty. With the right approach, AI agents could be a vital tool for restoring consumer trust in an era where skepticism runs high. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Commerce Cloud and Agentic AI

Gen X and Millennials Lead in Embracing Agentic AI

Gen X and Millennials Lead in Embracing Agentic AI: Salesforce Report Generation X and millennials are showing greater openness to adopting agentic artificial intelligence (AI), according to Salesforce’s State of the AI Connected Customer report. Agentic AI refers to autonomous agents capable of independently making decisions and performing tasks, learning and adapting from experiences without direct human supervision. This technology is making significant inroads across industries, with applications ranging from personalized recommendations and inventory management in retail to supply chain optimization in logistics. It also finds use in healthcare, finance, telecom, IT, and customer service. Generational Differences in AI Adoption The report highlights that millennials (57%) and Gen Xers (58%) in India are more inclined to embrace AI agents for faster and more proactive customer service compared to Gen Z (51%) and Baby Boomers (42%). These autonomous agents enhance customer experiences by delivering personalized and relevant content, which resonates more with the tech-savvy Gen X and millennial demographics. Who Are These Generations? Building Trust in the AI Era The report reveals a sharp decline in consumer trust, with trust levels at their lowest in eight years. Over half of the respondents feel companies are less trustworthy than a year ago and believe businesses mishandle customer data. Arun Parameswaran, SVP & Managing Director, Sales and Distribution at Salesforce India, emphasized the critical role of trust in AI strategies: “As we enter a new era of intelligent customer engagement, brands that prioritize trust in their AI strategies will be best positioned to deliver impactful, lasting connections.” Transparency, according to the report, is key to restoring consumer confidence in the AI-driven era. Companies that adopt responsible AI practices, particularly in the design and deployment of agentic AI, can foster stronger customer relationships. Global Perspective The findings are based on a survey of 15,015 consumers across India, Australia, Brazil, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, Norway, Singapore, Spain, Sweden, the UK, and the US. As businesses increasingly integrate agentic AI into their operations, understanding generational attitudes and prioritizing ethical AI practices will be essential for fostering trust and delivering exceptional customer experiences. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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